Job Description

About the team

At Zillow Home Loans (ZHL), our mission is to make financing a home as simple and seamless as finding one on Zillow. Our Underwriting team plays a central role in that mission—ensuring every loan decision reflects our commitment to quality, compliance, and a customer-first experience.

We’re a collaborative group of mortgage professionals passionate about innovation, accuracy, and continuous improvement. The team partners closely with Operations, Risk, and Learning & Development to create scalable underwriting excellence that supports both our customers and business goals.

Joining the Underwriting Enablement team means being part of a culture that values curiosity, inclusion, and growth. You’ll help shape how our underwriters learn, grow, and deliver exceptional work—empowering them with the tools, training, and confidence to make sound lending decisions every day. Together, we’re redefining what great looks like in mortgage operations and setting new standards for efficiency, consistency, and customer care.

About the role

The Underwriting Enablement Manager at Zillow Home Loans (ZHL) builds and sustains a high-performing underwriting organization by leading onboarding, delivering ongoing training and upskilling programs, and partnering closely with underwriting leadership to drive continuous improvements in loan quality and risk management. This role blends deep underwriting expertise with strong enablement, facilitation, and change management skills while aligning with ZHL’s customer-first standards and compliance requirements.

Own new-hire onboarding for ZHL underwriters and reviewers, creating clear learning paths that accelerate time-to-proficiency across Conventional, FHA, and VA product lines and appraisal review while reinforcing ZHL’s policies and borrower-first experience.

Design and deliver ongoing training that uplevels existing team members, including live facilitation, microlearning, e-learning modules, scenario-based workshops, and calibration sessions tailored to ZHL workflows.

Develop, maintain, and govern curriculum (SOPs, job aids, checklists, playbooks, reference guides) and ensure content remains current with agency updates, investor overlays, and ZHL internal policies.

Lead calibration and quality initiatives, including file review roundtables, decision consistency sessions, feedback loops, and targeted remediation plans aligned to ZHL’s quality framework.

Provide floor support and coaching, serving as a subject matter expert for complex scenarios, collateral considerations, income and assets analysis, layered risk, and compensating factors within ZHL’s operating environment.

Foster a culture of continuous learning, maintaining strong feedback channels with ZHL underwriting leadership, team leads, and front-line underwriters.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $109,000.00 - $174,000.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $103,500.00 - $165,300.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

10+ years’ experience as a mortgage underwriter, including hands-on decisioning across Conventional, FHA, and VA products and appraisal review.

Proven training or facilitation experience, with working knowledge of adult learning principles and the ability to translate complex guidelines into practical, digestible content for ZHL audiences.

Expert knowledge of agency and insurer guidelines (Fannie Mae, Freddie Mac, HUD 4000.1, VA Lenders Handbook, MI overlays) and quality frameworks, with a strong risk lens.

AUS and LOS proficiency, including tools like DU and LPA and common LOS/QC platforms, plus strong Excel/reporting competency to analyze trends and outcomes.

Exceptional communication and stakeholder management skills, with the ability to influence, coach, and build scalable programs in a dynamic environment.

Process and documentation excellence, including writing SOPs, crafting job aids, and maintaining current, version-controlled enablement assets.

FHA DE and/or VA LAPP/SAR credentials.

Preferred qualifications

Experience as an enablement leader or trainer

Background in collateral/appraisal analysis, QC, or quality engineering.

Familiarity with change management practices and data-driven continuous improvement.

Experience supporting distributed/remote teams across multiple geographies.